OmniChannel
When It Comes To Gen AI Don’t Just Worry About C Suite Buy-In. Prioritize Getting Your Team On Board
April 04 by Wandy Felicita OrtizThe presence of Generative AI in the contact center will prepare the agents of today to be the exemplary employees of the future. Leaders will want to be strategic in their financial moves and choose...
Customers Warned Of Cyber Monday Scams During Holiday Shopping Frenzy
November 27 by Wandy Felicita OrtizCyber Monday sales are at an all-time high, and so are opportunities to get tricked into selling your personal data.
Top Headlines In Customer Contact News This Week | Week of 11/13/2023
November 13 by Wandy Felicita OrtizCS via SMS is trending, the government speaks up about AI, and IRS CX is down the tubes.
Top Headlines In Customer Contact News This Week | Week of 11/6/2023
November 06 by Wandy Felicita OrtizChatGPT Hits 100M weekly users, organizations prioritize gender equity, employers see new hiring trends
Top Headlines In Customer Contact News This Week | Week of 10/23/2023
October 27 by Wandy Felicita OrtizHotels have their CX moment, fast foos gets an AI makeover, and auto workers go on strike.
CCW Digital’s New Market Study Lets Customer Contact Leaders Take The Future Into Their Own Hands
October 16 by Wandy Felicita OrtizIn 'Contact Center of 2030,' we dive into all the topics of tomorrow that are top of mind for customer contact leaders today.
When It Comes To The Future Of ECommerce, Omnichannel CX Is The Stuff Viral Trends Are Made Of
September 29 by Wandy Felicita OrtizCCW Digital's Contact Center of 2030 Seminar Series looks at the future of retail CX with Pink Lily's cofounder.
It’s All ‘Patagucci’: Patagonia's CX Operations Manager Shares How The Brand Became Celebrated For Its Customer Service
September 21 by Wandy Felicita OrtizOver recent years the Patagonia brand has earned the pop cultural coin of “Patagucci." The brand's CX operations manager shares why.
Giving Meaning To High-Tech Terms: What AI And Digital Mean For The Future Of The Contact Center
September 20 by Wandy Felicita OrtizCCW Digital’s August Market Study highlights customer contact’s top challenges and goals in the age of high-tech CX.
Special Report: Making Omnichannel a Reality
May 31 by Brian CantorA new evolution is underway. In today’s marketplace, omnichannel involves not only connecting all touch points but using this integrated framework to deliver highly personalized and proactive...
Getting Ghosted By Companies During Your Move? What Relocating Teaches Us About Customer Service
April 05 by Wandy Felicita OrtizMoving is always a stressful experience–whether it’s across the hall or across the country, and many new residents hire movers, change tech providers or hire contractors and so forth to help alleviate...
Special Report: Supercharging Your Business With Omnichannel in 2023: 6 Ways Connectivity Will Help Companies Meet Their Customer Engagement Goals
December 15 by Wandy Felicita OrtizCOVID caused many organizations to quickly prioritize–and adopt–omnichannel communication methods. Within just two years...